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As 2019 opens, we face a new paradigm. One where the old ways of working are no longer effective, where the importance of experience comes to the fore, whether it be in the form sales and marketing, all the way to end customer or user experience.

End users no longer want to be ‘sold to’ or ‘marketed to’, they no longer want to be mere consumers of services. We now live in a world where consumers care more about the knowledge and experience of those they are dealing with, where they want services that are delivered and supplied by knowledgeable people.

Gone are the days dominated by experts, and replaced with a new democratisation of services. This new era of experience can be referred to as Web 3.0 in the world of the World Wide Web or shifting left when applied to ITSM in its widest context. But why? The simple answer is that people are sick of being dictated to, sick of an outdated model and culture that drives no efficiency and, at best, doesn’t deliver the desired end results.

It is by showing their experience, from sales to marketing, through to service delivery organisations can differentiate themselves and ultimately deliver superior results. It really is a back-to-basics approach, as people have always bought from people.

About the Author:

Jamie Titchener is CEO of ITSM Shop, the one-stop shop for all ITSM books, standards, tools and training. He has worked in the field of service management for the last 12 years.